Servicing & Repairs Policy

Fabric Mouse Servicing & Repairs Policy

Version: 1.0

Effective Date: 29 July 2026

Last Reviewed: 29 July 2026

This policy documents the servicing and repair procedures that Fabric Mouse has been operating under and provides customers with a clear written explanation of those procedures.

1. Introduction

At Fabric Mouse, we understand how important your sewing or embroidery machine is to you.

Whether your machine requires a routine service or a repair, our aim is to complete the work professionally, efficiently and with as little disruption as possible.

This policy explains what is included within our servicing and repair work, what customers can expect from us, and the responsibilities of both Fabric Mouse and our customers.

Please read this policy alongside our Warranty Terms and Website Terms & Conditions.

2. Booking a Service or Repair

Machines may be brought to Fabric Mouse during our normal opening hours.

Where possible, we recommend contacting us before travelling, particularly if you are making a long journey, so that we can advise on current turnaround times.

Some machines require specific accessories to be supplied with them, whilst others do not.

Our Service & Repairs page explains what should be brought with each type of machine.

Please do not bring additional accessories unless requested, as they are unlikely to be required for the work being carried out.

3. Service & Repair Charges

Fabric Mouse operates fixed-price servicing and repair charges based upon the type of machine being worked on.

Our published prices include the engineer's labour together with the majority of replacement parts commonly required during servicing or repair. This means that, in most cases, there are no unexpected additional charges.

The following items are not included within the standard service or repair price:

  • consumable items, which naturally wear through normal use;
  • main electronic control boards (motherboards).

Where either of these items is required, we will contact you before carrying out any additional chargeable work.

3A – What's Included in a Service

Every machine entrusted to Fabric Mouse is serviced by an experienced engineer using a thorough service procedure appropriate to the machine type.

Our fixed-price service is designed to restore your machine to good working order wherever possible and may include cleaning, lubrication, adjustments, timing corrections, testing and the replacement of commonly required parts where necessary.

The exact work carried out will depend on the type of machine and the condition in which it is received.

4. Payment

Payment for servicing and repair work is taken before work begins.

This allows work to commence without delay, ensures your machine is covered under our insurance whilst in our care, and avoids customers receiving an unexpected invoice when collecting their machine.

5. Turnaround Times

Most servicing and repair work is completed within approximately 2–3 weeks.

This is an estimate only and may occasionally vary depending upon:

  • engineer workload;

  • parts availability;

  • manufacturer support;

  • the complexity of the repair.

Where significant delays occur, we will make every reasonable effort to keep customers informed.

5A – Looking After Your Machine

Whilst your machine is with Fabric Mouse, it will be stored securely and handled with care.

We appreciate that many sewing and embroidery machines represent a significant investment and, in some cases, have considerable sentimental value. Every machine is treated with the same care and attention that we would expect for our own.

6. Parts Availability

Whilst we endeavour to repair every machine entrusted to us, this is not always possible.

Some older machines are no longer supported by their manufacturers and replacement parts may no longer be available.

Where a repair cannot be completed because the required part is obsolete or unobtainable, we will discuss the available options with you before proceeding further.

If you are able to obtain the required part yourself, we will be happy to complete the repair once the part has been supplied.

7. Machines That Cannot Be Repaired

Occasionally a machine may be found to be beyond economical repair.

Where this happens, customers may choose one of the following options:

  • have the machine returned together with a partial refund, reflecting the engineering work already carried out; or

  • use the full amount paid towards the purchase of a replacement machine from Fabric Mouse.

We appreciate that this can be disappointing and will always explain the options available before any decision is made.

8. Collection of Completed Machines

Once work has been completed, we will notify you that your machine is ready for collection.

We ask that machines are collected within four weeks of notification wherever reasonably possible.

If you are unable to collect your machine within this time, please let us know so that we can make suitable arrangements.

If you require additional time before collecting your machine, please contact us. We understand that unexpected circumstances can arise and will always do our best to accommodate reasonable requests.

9. Transport to and from Fabric Mouse

Customers are responsible for arranging transport of their machine to and from Fabric Mouse for all servicing, repairs and warranty work.

Our service and repair charges cover only the work carried out on your machine by our engineer together with any included replacement parts.

They do not include the cost of transporting your machine to or from our premises.

Fabric Mouse does not arrange, pay for or include return shipping within any servicing, repair or warranty charge.

Customers choosing to use a courier are responsible for arranging suitable packaging, transport and any transit insurance they consider appropriate.

The majority of our customers choose to deliver and collect their machines in person.

Important

The cost of a service, repair or warranty repair relates solely to the work carried out on your machine. It does not include collection, delivery or return shipping. Customers are responsible for arranging transport both to and from Fabric Mouse.

10. Collection Following Warranty Repairs

The same transport arrangements apply to warranty work.

Unless we have agreed otherwise in writing before the machine is returned, customers remain responsible for arranging delivery of their machine to Fabric Mouse and collection once the warranty work has been completed.

Warranty cover relates to the repair itself and does not include transport costs.

10A – Communication During Your Repair

If, during the course of a repair, we discover that additional work or replacement parts are required that are not included within the standard service or repair price, we will contact you before proceeding wherever reasonably possible.

We will always endeavour to explain the available options clearly, allowing you to make an informed decision before any additional chargeable work is undertaken.

11. Our Commitment

At Fabric Mouse, we believe in honest advice, transparent pricing and high-quality workmanship.

We will always endeavour to repair your machine wherever it is practical and economical to do so. If this is not possible, we will explain why, discuss the options available and answer any questions you may have before a decision is made.

Our aim is not simply to repair machines, but to provide the level of service and support we would hope to receive ourselves.

12. Contact Us

If you have any questions regarding servicing or repairs, please contact the Fabric Mouse team.

We are always happy to discuss your machine and help you decide on the most appropriate course of action.